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12 Ways to Stay Close to Your Customers

As an E-Business Consultant i see the need to share some of my expertise about the effectiveness of building a \customer Centric Enterprise (CCE).
 No matter what area of business you are in, the same rule apply to all. So share this piece of information.

1. Show them that you think of them. Send or e-mail helpful newspaper clippings, relevant articles, & birthday cards.
2. Tell them what’s new. It is a good way to stay in touch & increase sales or get referrals.
3. Offer ‘valued customer’ discounts. These can take the form of
coupons, letters, or other sales promotions. This not only garners
more orders; it also makes your customers happy to be getting
such good deals.
4. Compensate customers for lost time or money if they were caused
by problems with your product or service. Use a well thought-out

recovery program  & stick to it. Better to err on the side of generosity than lose an account out of stinginess!
5. Be personal. Keep notes in your customer files on every little detail you know – everything from spouse and children’s names to hobbies.

6. Always be honest. Nothing undermines your credibility more severely than dishonesty. Lies have a way of coming back to haunt you.
7. Accept returns unconditionally. The few pounds you might loose in the short run are far less than what you gain from pleasing the customer. 
8. Honor your customer’s privacy. If you have been a truly consultative salesperson, you may possess some knowledge that should be kept confidential. Your ethical standards should demand that you keep it that way.
9. Keep your promises. Never, ever promise something that you
  cannot deliver. This principle applies to little things such as returning phone calls as well as big things like delivery dates. If you must, ‘baby-sit’ deliveries & promised service to see that they are realized. Your reputation is on the line.

10. Give feedback on referrals to show your appreciation for the referral. Tell your customer the outcome. This is also a good way to get more referrals without asking for them directly
11. Make your customers famous …for 15 minutes. If your enterprise has a newsletter, ask customers for permission to write about their successes. Then send a copy to your customer. The same can be done for local newspapers and other publications.
12. Keep lines of communication open. As in any relationship, assure your customers that you are open to all calls about everything & anything – ideas, grievances, advice, praise, questions etc. This is one way to maintain that all-important rapport.

“Remember that people do business with people they like!”

Comments

  1. Aburekhanlen Hendrix Ayemere3 October 2013 at 03:21

    Thanks Mr Jones... What a great lesson... Customers are treasures... Losing ur customer is as good as losing ur business...

    ReplyDelete
  2. MRJONES12 November 2013 at 05:42

    YW

    ReplyDelete

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